Solarplicity - Moved to Standard Variable tariff without notification - where do I stand?

joncombe

I am a low user and switched to Solar Plicity after my previous supplier (Ebico) ended my tariff and the only alternative they could offer was around 50% more costly for my usage.


I'm not after sympathy. I knew they had a terible reputation when I switched and took a gamble and went ahead anyway. I knew it was a gamble and it looks like it has not paid off.



I submitted meter readings on the 11th April. These were not applied to my account. Due to another billing issue (I was not notified of my latest bill and it does not download from the website, there is no PDF icon next to this bill and no active link to click on) I called them on Tuesday (23rd April). The person I spoke to applied these readings to my account. As a result of this a new bill was generated. At the same time I paid the outstanding bill after the person I spoke to sent it to me by email (since the website did not let me download it).



On my previous bill I am listed on the tariff "Solarplicity Fair Market Price Variable September 2018" and listed "Tariff End Date : N/A"


The new bill generated shows I am on "Standard Variable". I noticed because I now have two different sets of charges for both gas and electricty. The new bill is from 1st to 11th April 2019 and charges me for 4 days at one rate and 6 days at another. A standing charge was also added for 6 days when previously it was 0 (no charge). It also shows on this bill that the "Cheapest similar tariff" is "Solarplicity Fair Market Price Variable September 2018" (the tariff I thought I was on).


Without going into all the details (though I can if it is relevant) on calling to understand what is going on, I was told that the tariff I was on "Solarplicity Fair Market Price Variable September 2018" has ended on the 4th April and so I was switched to the Standard Variable tariff. I told them I was not notified of this change. They insisted all customers were notified and that I should check my spam folder (I did, there is nothing, and I have all the emails from Solarplicity going back to when I joined).


I was eventually told that this tariff was meant to have ended on the 1st October 2018 and that all customers were notified in September 2018 (though this gives less than the required 28 days notifcation). However I only joined 24th October 2018 and my supply went live on the 11th November 2018. Therefore I never recieved this notification that the tariff ends (and my welcome pack also shows no end date for the tariff).



Solarplicity did then agree that I had not been notified that the tariff ended but told me it should never have been possible to sign up to it after 1st October 2018 and will investigate how this was possible. However they told me I'm now on the Standard Variable tariff. I pointed out that under their supply license they are required to give 28 days notification of a price change which they failed to do - and they acknowledged they had failed to notify me.



I intend to switch but I believe I should be supplied at the old prices (with no standing charge) until this is done, because I got no notification that the tariff ended and I would be subject to a standing charge.


Where do I stand with this? As I say, I will switch to someone else but I don't believe I should have to pay the new unit rates or standing charges until the switch goes through (and it should, because my account is paid up to date so there is no reason for the switch not to happen).


Also from a legal point of view do they have to notify me by letter or email? From my conversation today I was only told this tariff ended on the 4th April over the telephone. Is this considered acceptible notification, or can I insist on it in writing (be it letter or email)?